Residential Sales Specialist

Kids for the Future; Portage (MI); On-site; USD 55,000 - 90,000; Full time

Job summary

Kustom is seeking a Residential Sales Specialist to drive residential restoration opportunities. You will respond to homeowner inquiries, perform thorough property inspections, and document loss conditions for estimating and project handoff.

You will work with TPAs, carriers, and internal teams to ensure smooth transitions from lead to active project. The role combines consultative sales, field assessment, technology-enabled documentation, and a focus on fast, accurate service for homeowners,

Qualifications

• Strong residential restoration sales, customer service, and consultative communication skills.
• Ability to conduct residential property inspections and document loss conditions clearly and thoroughly.
• Familiarity with TPA platforms, carrier expectations, claim documentation, service levels, and homeowner communication standards.

Responsibilities

• Respond promptly to residential leads, TPA assignments, carrier referrals, and homeowner inquiries to move opportunities through sales.
• Explain Kustom’s residential restoration process, timelines, and next steps to homeowners clearly and professionally.
• Secure signed authorizations and intake documents to initiate services and support timely handoff.
• Conduct detailed residential inspections to identify damage, access, safety concerns, and mitigation needs.
• Capture photos, measurements, notes, and documentation to assist estimating and project execution.
• Follow TPA guidelines and communicate with adjusters, carriers, homeowners, and internal teams to support claims.

Skills

Residential sales

Customer service

Communication

Lead management

Tools

Matterport

CRM systems

Inspection tools

Job description

• Location 6287 American Ave,Kalamazoo, MI, 49002,United States
• Job Category Residential, Sales, Construction
• Required Degree NONE
• Manage Others No

Contact information

• Name Human Resources

Job Summary

The Residential Sales Specialist is responsible for driving residential restoration opportunities by responding quickly to homeowner needs, conducting thorough property inspections, supporting Third Party Administrator (TPA) program requirements, and securing signed authorizations for mitigation, reconstruction, and related residential services. This role combines consultative sales, field assessment, technology-enabled documentation, and strong follow-through to create a seamless experience for homeowners, insurance carriers, adjusters, and internal Kustom teams. The Residential Sales Specialist represents Kustom with speed, excellence, and compassion while identifying scope opportunities, documenting loss conditions, and helping convert residential leads into active projects.

Responsibilities

Residential Sales and Lead Conversion:

• Respond promptly to residential leads, TPA assignments, carrier referrals, and homeowner inquiries to assess needs and move opportunities through the sales process.
• Build trust with homeowners by explaining Kustom’s residential restoration process, service capabilities, timelines, and next steps in a clear and professional manner.
• Secure signed authorizations, work approvals, and required intake documentation to initiate services and support timely project handoff.

Residential Inspections and Documentation:

• Conduct detailed residential property inspections to identify visible damage, affected areas, access limitations, safety concerns, and potential mitigation or reconstruction needs.
• Capture comprehensive photos, measurements, notes, and Matterport or other technology-supported documentation to assist estimating, scoping, carrier review, and project execution.
• Ensure inspection findings are complete, accurate, and submitted timely in accordance with internal processes, carrier expectations, and TPA program standards.

TPA, Carrier, and Claims Support:

• Follow applicable TPA guidelines, service level requirements, compliance expectations, customer communication standards, and documentation protocols.
• Communicate professionally with adjusters, carrier representatives, homeowners, and internal teams to support claim clarity, project approval, and customer satisfaction.
• Monitor lead status, assignment deadlines, inspection documentation, and follow-up activity to help ensure TPA work is handled with urgency and accuracy.

Service Knowledge and Internal Coordination:

• Maintain a strong understanding of Kustom’s residential mitigation, reconstruction, contents, emergency response, and related service offerings.
• Partner with operations, estimating, project management, and administrative teams to transition sold work efficiently and support a positive homeowner experience.
• Maintain accurate customer, job, and sales activity records and provide updates on lead progress, barriers, and conversion opportunities.

Qualifications

Skills and Abilities:

• Strong residential restoration sales, customer service, and consultative communication skills.
• Ability to conduct residential property inspections and document loss conditions clearly, accurately, and thoroughly.
• Familiarity with TPA platforms, carrier expectations, claim documentation, service level requirements, and homeowner communication standards preferred.
• Experience using Matterport, inspection tools, mobile applications, CRM systems, estimating support documentation, or similar field technology.
• Ability to manage multiple leads, prioritize urgent assignments, follow up consistently, and meet internal and external deadlines.
• Professional judgment, attention to detail, and ability to represent Kustom with confidence, empathy, and integrity in residential loss situations.
• This position operates in both an office environment and at homeowner properties, including occupied residences and active loss environments . The role requires conducting residential inspections, capturing documentation, meeting with homeowners, and supporting sales and TPA assignment requirements in the field .
• Physical requirements include the ability to sit, stand, walk, bend, reach, climb stairs, and move throughout residential properties while conducting inspections and documenting loss conditions.
• The role may require carrying inspection tools, mobile devices, ladders or measuring equipment, and other light field materials, and may require lifting or moving items up to 25 pounds as needed.
• The employee must be able to safely access residential job sites, which may include uneven surfaces, confined or partially damaged areas, varying temperatures, dust, moisture, noise, and the use of appropriate personal protective equipment when required.

Summary

Who We Are

Founded in 1968, Kustom has spent decades earning a stellar reputation as a nationally acclaimed, industry-leading property restoration firm. We offer unparalleled full-service restoration and emergency services to commercial, industrial, and residential clients. Our legacy is built on innovative thinking, meticulous attention to detail, and a commitment to exceptional service, ensuring that life and business continue smoothly for our clients nationwide.

At Kustom, we unite experts who are driving the industry forward, delivering positive, life-changing outcomes for both commercial and residential customers. We do more than rebuild - we build trust.

If you’re ready to help people navigate chaos with confidence, we want to meet you.

Why Join Kustom

• A Culture That Wins Together - Teamwork, integrity, and a growth mindset define us
• Total Rewards Benefits- Health, dental, vision, 401(k), PTO, and more
• Real Career Growth-Training, mentorship, and advancement opportunities to move into roles across the company